Tools for Human Resource Professionals
Efficiency and customer experience (CX) gains are the two most important objectives for most contact center leaders. Achieving both largely hinges on agents’ ability to do their jobs well. Aberdeen’s …
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This document highlights how incorporating unified communications (UC) capabilities within the contact center influences operational efficiency and customer experience results.
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This report highlights why contact centers must modernize their legacy approach to fraud prevention.
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This document provides an overview of the top priorities driving CX executive’s agenda in 2019. It also illustrates the key building blocks firms use to minimize customer effort through intelligent …
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This report highlights how savvy credit unions use CRM to ensure loyalty, increase cross-sell / up-sell revenue, and grow overall engagement. Credit unions thrive on meeting and exceeding member needs. …
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This report outlines the changes in channel adoption for contact centers and the reasons driving it. It also highlights how Best-in-Class companies build and nurture successful omni-channel programs. Between February …
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Customer experience has become more than just a buzzword. Companies that truly understand and address the expectations of their current and potential customers achieve far superior results, compared to firms …
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What’s the true measure of a business meeting or exceeding customer expectations? It’s the direct and indirect validation customers provide to businesses through their feedback and behavior. Direct validation is …
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